Client Service Associate II

Allstate • Coppell, TX

3d • Hybrid

About The Position

The Client Service Associate plays a key role in a specialized, mortgage servicing environment, supporting lenders by managing borrower and insurance-related inquiries within a high-volume call center setting. This position focuses on assisting customers with mortgage accounts, escrow accounts, property insurance questions, and claims-related concerns. The associate is responsible for delivering high-quality customer service, resolving inquiries efficiently, often within a single interaction, and handling escalated situations with empathy and professionalism. This role requires strong communication, analytical thinking, and technical proficiency to navigate systems and ensure accurate account handling.

Requirements

• Strong communication and active listening skills, with the ability to explain complex mortgage and insurance concepts clearly
• Proven ability to handle escalated calls with empathy, professionalism, and problem-solving focus
• Solid analytical and critical-thinking skills to assess account details and resolve issues effectively
• Demonstrated commitment to delivering a positive customer experience and high satisfaction outcomes
• Technical proficiency with Microsoft Office Suite, particularly Excel, and ability to learn new systems quickly
• Ability to thrive in a fast-paced, high-volume call center environment

Nice To Haves

• High School Diploma or GED
• 0–2 years of customer service, call center, financial services, or mortgage-related experience

Responsibilities

• Handle a high volume of inbound calls (60–80 calls per shift) from borrowers, insurance agents, and carriers related to mortgage servicing, escrow accounts, and property insurance
• Provide clear guidance on property insurance requirements, premium disbursements, and claims-related inquiries
• Strive for one-call resolution by efficiently addressing customer needs and minimizing repeat contacts
• Manage and de-escalate complex or sensitive customer interactions while maintaining a high level of professionalism and empathy
• Process and facilitate property insurance premium disbursements accurately and in a timely manner
• Maintain detailed and accurate documentation in internal systems, including account notes and updates
• Meet and maintain performance expectations, including availability, schedule adherence, and attendance standards
• Utilize internal tools and Microsoft Office applications (including Excel) to analyze account details and support customer inquiries

Benefits

• Comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse
• Monthly connectivity reimbursement for eligible remote employees
• Dedicated, private workspace free from distractions, along with appropriate desk and seating (for remote work)
• Reliable internet required, with minimum speeds of 50 MB download and 5 MB upload (for remote work)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED